If a charge on your card from Zayvay looks unfamiliar or wrong, contact support before filing a chargeback. Chargebacks are slow, costly, and almost always avoidable.

What might trigger a chargeback concern:

  • A top-up you don't remember.
  • A charge from "Zayvay" your finance team didn't recognize.
  • An auto-refill firing more than expected.

What we do:

  1. You contact support with the transaction details (date, amount, last 4 digits of card).
  2. We trace it in the wallet and Stripe records.
  3. If it's a misunderstanding, we explain what happened.
  4. If it's a legitimate refund need, we refund through Stripe — usually same day.

What happens if you file a chargeback directly without contacting us first:

  • The bank initiates a dispute through Stripe.
  • Your wallet is frozen for the disputed amount during the dispute (5-30 days).
  • We respond with the transaction record. Most disputes resolve in our favor because the audit trail is clean.
  • Your card is charged a chargeback fee from Stripe (currently $15) regardless of who wins.
  • Repeated chargebacks trigger an account review.

So: contact us first. Almost every dispute is faster and easier resolved through support than through your bank. We resolve genuine issues in minutes; chargebacks take weeks even when both sides agree on the resolution.